Head of Customer Experience Strategy

Next Frontier Capital; Plano (TX); On-site; USD 180,000 - 260,000; Full time

Benefits offered by this job

Health care coverage

On‑site wellness centers

Retirement savings plan

Tuition reimbursement

Job summary

Chase Auto is seeking an Executive Director to spearhead Customer and Client Experience Strategy. You will lead program managers and analysts, shaping a future‑state experience vision for acquisition, onboarding, servicing, and end‑of‑term journeys.

Expect cross‑functional collaboration with Product, Operations, Technology, Risk, and other lines of business. The role emphasizes building business cases, maturing the commercial client experience, and delivering measurable improvements in CSAT and

Qualifications

• 10+ years of leadership in consumer and/or commercial businesses with customer experience strategy and implementation expertise.
• Proven ability to build, coach, and retain high‑performing teams in a complex, matrixed environment.
• Strong analytical, structured problem‑solving skills; able to identify root causes and drive corrective actions across complex systems and processes.
• Exceptional communicator; can tailor complex content for audiences ranging from front‑line teams to the C‑suite.
• Demonstrated customer obsession, intellectual curiosity, and initiative to address difficult topics directly and constructively.
• Agile mindset with sustained focus on improving customer and employee experience.
• Strong capability managing multiple end‑to‑end workstreams in a fast‑paced environment.
• Experience leveraging AI to aggregate, synthesize, and triage large volumes of unstructured data, and align insights to experience taxonomies and subprocesses.
• BS/BA.

Responsibilities

• Lead, coach, and develop a high‑performing team of program managers and analysts; cultivate a culture of customer obsession and disciplined execution.
• Define a compelling future‑state vision across touchpoints and channels; set world‑class standards aligned to strategy and realities.
• Own the capture and management of feedback across consumer and dealer/client experiences; drive prioritized actions and measurable improvements.
• Define requirements to close experience gaps across channels; develop business cases linking investments to outcomes.
• Set direction and translate into actionable, multi‑quarter plans with clear success measures.
• Analyze feedback and operational data to identify root causes and guide prioritization and investment.
• Build and maintain a roadmap across the full lifecycle; measure listening points and interventions.
• Partner cross‑functionally for end‑to‑end accountability from concept to delivery and improve enterprise value.
• Influence prioritization so experience work is reflected in backlogs and delivery commitments.
• Establish tracking for KPIs/KRIs and deliver executive‑ready reporting.

Skills

Leadership

Customer Experience

Analytical thinking

Communication

Agile mindset

Multi‑stream management

AI data use

Education

BS/BA

Job description

Chase Auto is seeking an Executive Director to spearhead Customer and Client Experience Strategy. You will lead program managers and analysts, shaping a future‑state experience vision for acquisition, onboarding, servicing, and end‑of‑term journeys.

Expect cross‑functional collaboration with Product, Operations, Technology, Risk, and other lines of business. The role emphasizes building business cases, maturing the commercial client experience, and delivering measurable improvements in CSAT and